I had noticed that everytime I requested a withdrawal at Guts that they were not depositing the correct amount into my bank. After confirming that the currency selected on my guts account is correct (Canadian) I had contacted them and given them the following information on the dates of the withdrawals along with the amount requested and the differences in the amounts:
The response received was as follows;
Hi Lisa,
Thank you for choosing Guts, and I trust that this email finds you well.
Please note that the fees are due to the fact that we operate under a different currency. However, no charges or fees are taken from our side. I would kindly ask you to check about his with your bank provider.
Have a great day!
Best regards,
Nora,Support Advisor,Guts Customer Support
This is the reply I sent to them showing all the dates along with the transaction id's and amounts received and now they are not responding.
I have checked this with my bank and was not charged any fees. I also have my bank statements showing all fees charged for the entire month in the month the withdrawals were processed and the only fees I was charged on the bank end was my monthly account fee of $15.95
Here are the dates and amounts withdrawn from guts and amounts which were deposited in my bank.
November 26th/2019
Transaction ID: 2019110100100055790
withdrawal $319.52
Received $280.20
difference $39.32
november 21st/2019
Transaction ID: 2019110100100042995
withdrawal $250
received $210.64
Difference: $39.36
April 17th/2018
Transaction ID: 2018040100100056545
withdrawal $300
received $260.01
difference $39.99
march 21st/2018
Transaction ID: 2018030100100074179
withdrawal $502
Received $461.88
difference $40.12
january 8/2018
Transaction ID: 2018010100100025413
withdrawal $84
received $61.75
difference $22.25
total amount missing : $181.04
They sent me this reply as well via email:
Hi Lisa,
I hope this email finds you well.
I am terribly sorry that you have been charged these fees however as mentioned in our previous email, we do not charge any fees from our end.
May I suggest trying to deposit and withdraw using an e-wallet to avoid such charges in the future?
If you require any further assistance or have any other queries, please do not hesitate to contact us again.
Thanks and regards,
Hayden,Support Advisor,Guts Customer Support
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The same issue has been addressed by another Canadian player via askgamblers in this complaint:
https://www.askgamblers.com/casino-complaints/i-ve-received-wrong-amounts-when-i-withdraw
I am attaching the screenshots of the emails I received when Guts processes my withdrawal along with the bank statements showing another amount was deposited. As I chose Canadian currency for my account these withdrawals should be deposited in Canadian funds and if they are not the fees are the responsibility of the casino as they themselves admitted during that previous complaint.
